JPMorgan Chase deposits blame, sort of, for outage
Bank's explanation points to authentication database issue
Computerworld - JPMorgan Chase is trying to move past three days of problems on its online banking site with an apology and an explanation that seems to put the cause on a third party.
The bank, in a statement posted online, said it was "sorry for the difficulties" that customers encountered, and said "we apologize for not communicating better with you during this issue."
At first, Chase simply cited a "technical issue" for the problem. It has since provided a little more information.
The bank, the nation's second largest, said in a separate statement that a "third party database company's software caused a corruption of systems information disabling our ability to process customer log-ins to chase.com." It added that the problem "resulted in a long recovery process."
Analyst Curt Monash of Monash Research, commenting on the bank's explanation, said: "Their ambiguity is unhelpful."
JPMorgan seems to be saying that "their authentication database failed in some way," Monash said. A security database is often managed separately from a database management system, he said.
During the outage, customers couldn't use the online banking site, but the bank's ATMs, branches and call centers were unaffected. ATMs, for instance, use different authentication technologies -- bank cards and user PINs.
The "third party" reference could mean that the bank bought software elsewhere, Monash said. "It's hard to imagine that they would outsource authentication - it's too core," said Monash, who also wrote about the problem on his blog.
The bank said customer data was never at risk. Tom Kelly, a bank spokesman, said he had no problem logging on to the system today.
Emmett Higdon, an analyst at Forrester Research, said the outage underscores the importance of online banking. "We've come to rely on such high availability that if there is any outage we get very, very annoyed, " he said.
Patrick Thibodeau covers SaaS and enterprise applications, outsourcing, government IT policies, data centers and IT workforce issues for Computerworld. Follow Patrick on Twitter at @DCgov or subscribe to Patrick's RSS feed . His e-mail address is email@example.com.
Read more about Financial IT in Computerworld's Financial IT Topic Center.
- IT Certification Study Tips
- Register for this Computerworld Insider Study Tip guide and gain access to hundreds of premium content articles, cheat sheets, product reviews and more.
- Jyske Bank extends brand message to more than one million visitors a month
- IBM WebSphere Portal software helps bank offer a clearly differentiated digital experience
- The Big Data Opportunity for HR and Finance
- If CEOs, CFOs, CIOs, and CHROs want to drive their businesses forward, they will need to quickly recognize the enormous value of big...
- SANS: Next-Generation Datacenters = Next-Generation Security
- This whitepaper takes a look at some new technology that may allow security teams to implement more flexible and capable protection models in...
- SANS: Protecting Virtual Endpoints with McAfee Server Security Suite Essentials
- SANS review of McAfees Server Security Suite Essentials that address some of the emerging challenges of securing virtual platforms and cloud environments.
- Safeguarding the Next-Generation Data Center
- Use of virtual and cloud servers has exploded. Unfortunately, security often lags behind. McAfee recommends looking at innovative solutions in order to erect... All Financial IT White Papers
- Is SQL Server AlwaysOn really as powerful? Tips and Tricks from the field With the introduction of AlwaysOn, Windows Clustering Services is now more critical than ever.
- What Does it Take to Deliver a Superior Customer Experience? The Two Top-Rated Online Retailers, B&H Photo and Crutchfield Electronics, Share Their Secrets Discuss practical CX tools and service methods such as contact center agents and the use of realtime speech analytics to help contact center...
- Keep Servers Up and Running and Attackers in the Dark An SSL/TLS handshake requires at least 10 times more processing power on a server than on the client. SSL renegotiation attacks can readily...
- On Demand: Mastering the Art of Mobile Content Management Mobile device usage in the enterprise has skyrocketed, and it continues to escalate. IT must answer to users who demand access to their...
- DevOps with PureApplication System: Reduce cost and speed delivery with an integrated IBM Cloud solution Join this webcast to hear what ING Netherlands has been able to achieve while deploying DevOps tools from IBM Rational. An ING executive...
- All Financial IT Webcasts